Service Level Agreement
Version 5 — Effective Date: March 2026
This Service Level Agreement Annex (“SLA Annex”) is incorporated into and forms part of the Agreement between SeeMeSol and Customer as identified in the applicable Order Form. It is accessible at seemesol.com/legal-sla/ and is binding on the parties from the Subscription Start Date. In the event of any conflict between this SLA Annex and the Order Form, the Order Form shall prevail. In the event of any conflict between this SLA Annex and the General Terms and Conditions, this SLA Annex shall prevail in respect of service level commitments and remedies.
SeeMeSol will provide Customer with at least thirty (30) days’ written notice of any material changes to this SLA Annex.
1. Definitions
| Term | Definition |
|---|---|
| Availability | Percentage of time Platform is accessible and operational, calculated monthly, excluding Scheduled Downtime and Excused Downtime |
| Downtime | Period during which Platform is wholly inaccessible to all users of Customer, excluding Scheduled and Excused Downtime |
| Scheduled Downtime | Planned maintenance notified at least 48 hours in advance, conducted outside Peak Hours (Monday–Friday, 08:00–20:00 SGT/PHT) |
| Excused Downtime | Downtime caused by: Customer’s systems/network, force majeure, third-party outages, or Customer’s breach |
| Incident | Any unplanned event causing or risking Downtime or material performance degradation |
| Priority 1 (P1) | Critical: Platform wholly inaccessible or confirmed data loss risk |
| Priority 2 (P2) | Major: Core feature unavailable or severely degraded for most users |
| Priority 3 (P3) | Minor: Non-critical feature degraded, affecting limited subset of users |
| Service Credit | Credit applied against future invoices as remedy for SLA breaches |
| Peak Hours | Monday–Friday, 08:00–20:00 Singapore Time (SGT, UTC+8) |
2. Platform Availability Commitment
SeeMeSol commits to the following monthly Availability targets, based on the subscription tier set out in the applicable Order Form:
| Subscription Tier | Monthly Availability Target | Max Monthly Downtime | Measurement Period |
|---|---|---|---|
| Free / Starter (all products) | Best efforts — no SLA commitment | N/A | Calendar month |
| Standard, Advanced, Growth, Enterprise (all products) | 99.5% | ~3.6 hours | Calendar month |
| Bespoke / Custom (all products) | As agreed in Order Form (default 99.5%) | ~3.6 hours (default) | Calendar month |
Availability is calculated as: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100. Scheduled Downtime and Excused Downtime are excluded from the calculation.
The 98% three-consecutive-month termination right in Section 3.2 of the General Terms and Conditions operates as a floor remedy independent of the credit table in Section 5 of this SLA Annex.
3. Incident Response & Resolution Times
Upon receiving an Incident report through the designated support channel, SeeMeSol shall respond and target resolution within the following timeframes:
| Priority | Description | Initial Response | Target Resolution | Update Cadence |
|---|---|---|---|---|
| P1 — Critical | Platform wholly down or data loss risk | 1 business hour | 4 business hours | Every 2 business hours |
| P2 — Major | Core feature unavailable or severely degraded | 4 business hours | 1 business day | Every 4 hours |
| P3 — Minor | Non-critical degradation, limited user impact | 1 business day | 5 business days | On resolution |
All response SLAs in this Section 3 apply during Business Hours only (Monday–Friday, 09:00–18:00 Singapore Time (SGT, UTC+8), excluding Singapore and Philippines public holidays). P1 Incidents raised outside Business Hours will be triaged as the first priority at the start of the next Business Day. SeeMeSol will use reasonable efforts to notify Customer of critical outages via the support email as soon as practicable.
4. Support Channels & Reporting
| Channel | Details |
|---|---|
| Primary Support | support@seemesol.com — tickets tracked in SeeMeSol support system |
| Out-of-Hours P1 | P1 Incidents outside Business Hours are not covered by response SLAs. SeeMeSol will triage as first priority at the start of the next Business Day. |
| Monthly Reports | SeeMeSol will provide a monthly availability report within 10 business days of month end, upon written request. |
| Customer Contact | Customer’s designated technical contact name and email — to be completed in Order Form |
5. Service Credits
If SeeMeSol fails to meet the Availability commitment for the applicable tier in any calendar month, Customer is eligible to claim a Service Credit as follows:
| Monthly Availability Achieved | Credit (% of Monthly Fee) | Notes |
|---|---|---|
| 99.0% – 99.4% (below 99.5% target) | 5% | Applicable to all paid tiers |
| 98.0% – 98.9% | 10% | — |
| 95.0% – 97.9% | 20% | — |
| Below 95.0% | 30% | Maximum credit per month |
Service Credits are Customer’s sole and exclusive contractual remedy for Availability failures. Credits are:
- Applied against the next invoice issued after the credit is confirmed.
- Not redeemable for cash or refundable.
- Subject to a maximum of 30% of the monthly subscription fee per calendar month.
- Only available if Customer submits a credit claim within 30 days of the end of the affected month.
- Not applicable during the first 30 days following the Subscription Start Date.
The total value of Service Credits issued in any 12-month period shall not exceed three (3) months’ equivalent subscription fees. For Free and Starter tier customers, no monetary Service Credits apply; SeeMeSol’s sole obligation is to use commercially reasonable efforts to restore service. For Bespoke and Custom tier customers, Service Credit entitlements are as set out in the applicable Order Form, which governs in the event of any inconsistency with this SLA Annex.
6. SLA Exclusions
This SLA Annex does not apply, and no Service Credits will be issued, for Downtime or degradation arising from:
- Scheduled Downtime notified in accordance with Section 7.
- Excused Downtime as defined in Section 1.
- Customer’s failure to maintain compatible browser versions or system requirements.
- Interruptions caused by Customer’s internal network, firewall, or IT infrastructure.
- Beta features, preview functionality, or features explicitly excluded from SLA coverage.
- Force majeure events, including natural disasters, pandemics, cyberattacks by third parties, or actions by government authorities.
- Degradation caused by third-party integrations not operated by SeeMeSol.
7. Scheduled Maintenance
| Type | Details |
|---|---|
| Standard Window | Sundays, 00:00–06:00 SGT (UTC+8). SeeMeSol will provide at least 48 hours’ advance notice via email to Customer’s designated Service Contact. |
| Emergency Maintenance | Where urgent security patches or critical fixes are required, SeeMeSol may conduct maintenance outside the standard window with as much advance notice as reasonably practicable. |
| Customer Notification | Scheduled maintenance notices are sent to the Service Contact email in the Order Form. Customer is responsible for keeping this address current. |
8. Credit Claim Process
To claim a Service Credit, Customer must:
- Submit a written credit claim to support@seemesol.com within 30 days of the end of the affected calendar month.
- Include: (a) the specific dates and times of the claimed Downtime; (b) the nature of the impact on Customer’s use; and (c) any supporting evidence or screenshots.
SeeMeSol will review the claim within 10 business days and notify Customer whether it is approved or rejected. If approved, the credit will be applied to the next invoice. SeeMeSol’s own monitoring data shall be the primary basis for verifying Availability calculations. In the event of a genuine dispute, both parties’ monitoring data may be considered.
9. Limitation of SLA Remedies
Service Credits are Customer’s sole and exclusive contractual remedy for any failure by SeeMeSol to meet the Availability commitments in this SLA Annex, subject to the termination right in Section 3.2 of the General Terms and Conditions where SeeMeSol fails to meet 98% Availability in three consecutive calendar months.
Nothing in this SLA Annex limits either party’s liability for death, personal injury, fraud, gross negligence, wilful misconduct, or any liability that cannot be excluded by applicable law. The aggregate value of Service Credits in any 12-month period is subject to the cap in Section 5 above.
10. Governing Law and Changes
This SLA Annex is governed by the same law as the Agreement and forms part of the Agreement from the Subscription Start Date, continuing for the duration of the subscription including any renewal terms.
SeeMeSol reserves the right to update this SLA Annex from time to time. Material changes will be notified to Customer at least thirty (30) days before they take effect. Continued use of the Platform after the effective date of any changes constitutes acceptance of the updated SLA Annex.